Real Time Analyst (RTA)
Core
Monitor real-time queue performance and forecast variances to support workforce management operations.
Role type
Real-time analyst (workforce management)
Builds
Intraday operational reports and schedule adjustments for contact center operations
Domain
Business Process Outsourcing (BPO) / Customer Experience
Deliverable
dashboards & analysis
Required skills
Real-time data monitoring, variance analysis, forecasting, schedule adherence tracking, report compilation, proactive issue escalation
Preferred skills
None stated
Technologies
None stated
Responsibilities
Monitor queue level performance and variance to forecast in real time; Report significant variations from forecast to Operations and WFM Management; Provide recommendations for addressing and responding to variations from forecast; Monitor agent level schedule adherence; Analyze variations to forecast and project impact for the remainder of the day; Compile and submit intraday reports with accuracy and timelines as well as proactive recommendations for actions; Update schedules with real time attendance and exceptions; Approve/recommend alternatives for real time schedule exception requests